Customer Relationship Management (CRM) Analyst III  

Summary of Work Activities and Responsibilities:

The Customer Relationship Management (CRM) Analyst III supports the Office of University Development and Alumni Affairs (OUDAA) in strengthening data-driven engagement and relationship management with alumni, donors, and partners. The position ensures that the CRM system is effectively maintained, optimized, and used to guide strategies that advance fundraising, alumni relations, and development goals. The CRM Analyst collaborates with other OUDAA teams and relevant University offices to ensure that data integrity, reporting accuracy, and CRM-supported processes align with institutional objectives and compliance standards.

Main Duties and Responsibilities

I. CRM System Administration and Maintenance

• Maintains and administers the OUDAA CRM database by ensuring its functionality, accuracy, and security through regular monitoring and updates in coordination with the CRM system provider
• Coordinates with the Office of the Vice President for Digital Information and Technology Services (DITS), the system provider, and the University Data Protection Office (UDPO) on CRM-related updates, system integration, data privacy compliance, and issue resolution
• Supports integration of the CRM platform with other University systems and tools as needed in coordination with the affected offices/teams
• Supports the planning and implementation of CRM system enhancements and automation projects
• Keeps updated on CRM trends and best practices in higher education and philanthropy and applies these to improve OUDAA’s systems and processes

II. Data Analytics and Reporting

• Generates and analyzes CRM reports and dashboards to provide datadriven insights that inform donor and alumni engagement strategies and programs
• Works closely with and prepares analytical reports and data visualizations for submission to the OUDAA Leadership Team and other University offices to guide evidence-based decision-making
• Monitors CRM data quality and system performance metrics, identifying discrepancies and recommending corrective or process improvements to support data integrity and operational efficiency
• Ensures that all donor and alumni data are handled in compliance with the Data Privacy Act and University guidelines

III. User Support and Capacity Building

• Assists with technical support in coordination with the system provider, through troubleshooting, guidance, and documentation updates to OUDAA staff and authorized personnel in operating the CRM system
• Develops and maintains CRM user guides, training materials, and standard operating procedures that are relevant to the processes managed by the OUDAA
• Schedules regular user training sessions in coordination with the system provider to ensure consistent and efficient CRM utilization across OUDAA units • Responds to user inquiries and coordinates issue resolution with the CRM vendor or system administrator

IV. Stakeholder Coordination and Data-Driven Engagement

• Works with the Advancement, Alumni Formation and Services, and Donor Relations teams in developing data-informed engagement and communication strategies
• Collaborates with the University Marketing and Communications Office (UMCO) in generating segmented audience lists and monitoring the effectiveness of digital campaigns using CRM data and analytics, in coordination with the Data and Systems Team
• Coordinates with the Donor Relations and Alumni teams in supporting events and campaigns through CRM-based tracking and follow-up analytics

V. Performs other work-related tasks as may be required by the immediate supervisor and authorized representative

Knowledge, Skills, and Abilities:

• CRM Knowledge and Application: Understanding of CRM architecture, workflows, automation, segmentation, and data integration; ability to configure, maintain, and optimize CRM systems based on organizational needs
• Technological Proficiency: Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics)
• Project Management: Ability to manage CRM-related projects or system enhancements, including timeline coordination, documentation, and stakeholder alignment
• User Experience and Process Design: Understanding of user workflows and ability to translate operational needs into efficient CRM configurations or process automations
• Analytical Skills: Strong analytical and reporting skills, including data visualization and trend analysis
• Attention to Detail: Excellent attention to detail and commitment to data accuracy
• Communication and Interpersonal Skills: Effective coordination with technical and non-technical stakeholders
• Training and Support Skills: Ability to train, support, and guide users in CRM-related processes • Strategic and Process Thinking: Strategic and solutions-oriented mindset capable of improving system efficiency and user experience
• Compliance and Data Management: Knowledge of Philippine Data Privacy laws and institutional data management protocols

Education and Experience Requirements:

• Bachelor’s degree in Information Technology, Data Science, Marketing, Communication, or related fields

• With at least 2 to 3 years of relevant experience in CRM administration, data management, or analytics preferably within a higher education setting, development, or non-profit setting

• Experience in alumni or donor management systems and familiarity with database management best practices